If you are thinking about buying an RV from Ketelson Campers, my advice is think twice. The Lance we purchased is Great. The service for warranty work is terrible through Ketelson. I have had excellent service from another Lance Dealer during the same time period I have tried to affect warranty issues with my Ketelson purchased Lance.The sad thing is that I have purchased 3 campers over the years from Ketelson and have worked with great individuals at their business. Being in a service industry myself, I feel they clearly place sales ahead of the service model. Good luck with getting your service issues addressed when you need them! By the way, working with Lance directly has been Five Star. read more

We have bought two trailers from Ketelsen. The sales team is terrific. The service technicians are really great and so very accommodating in helping to get things fixed and they take their time to explain how things work. We highly recommend Ketelsen! read more

Our experience with Ketelsen mirrors others we've read about on Yelp. While the sales process was okay (small blips, but nothing disqualifying), the service is truly dreadful. We purchased our Lance camper in early June, and have had to take it in three times so far for warranty service. Each time it was a struggle to get a call returned, and at least once, my husband had to drive to the dealership simply to book an appointment. (Sample conversation: "I left you several messages." response: "Oh, did I call you back?" Well, no.... ) Following an end of September vacation, the electrical system of the camper failed, making the jacks and slide-out inoperable. Once again, many unreturned phone calls. When my husband finally reached someone live, he was told that they couldn't even look at our camper until January. Contrast that with Mattas Marine and RV in Grand Junction, which we've called out of desperation. The gentleman we reached tried to troubleshoot on the phone, and when that didn't work, booked an appointment for us as soon as we can make the drive there. We're not happy about having to drive to the Western Slope for what should be routine service. Perhaps Ketelsen's goal is to never provide warranty service, but I would hope Lance and other manufacturers take note of how poorly their product is represented in Denver by Ketelsen. read more

Bought my used Coleman popup two years ago for 3 grand being told how well they hold their value. Went in looking to upgrade told they might give me $500 trade. And didn't seem interested in trying to sell. My first experience was good. Won't go back. read more

Don't let their homey talk about the family sales technique suck you in. These guys are not to be trusted. They purposely concealed damage on a unit and the "talk about the family, down to earth sales guy" quickly turned nasty when confronted about it. Stay away! read more

We did NOT buy our camper from Ketelsen for logistical reasons only, but have had emergency service there on a holiday weekend on a camper we didn't buy there. We we're 1,800 miles from home and they could have taken advantage of the situation and it was obvious that they could have. They "squeezed us in" without complaint, did a great job, charged reasonably and recommended another shop to perform services they didn't do. They even called to set up the appointment. That shop also did a great job reasonably. I would never hesitate to buy from Ketlesen or have service there. read more

I did not buy my travel trailer from Kettleson, but over the years they have been most helpful after major events like hailstorm and damage from a blown out tire. A few weeks ago I had the trailer back in there to get serviced for summer. Today I filled up the water system.. Major leak from what must be drain valve behind the right tires. (Now I a am 70 y.o. Disabled Vet who is unable to crawl under the trailer to even turn this simple valve...so I got my wife to do the dirty work.) I fill the system, run the pump and water heaters and start to put hoses away when I hear water dripping again. Now it is coming out of what seems to be a drain plug (white nylon/plastic nut) that seem to be cross- threaded or needs more teflon tape on the threads. I might be able to address that as well but the point is that these crews can't finish the job. This is the second year they have messed up in a similar fashion. Last year they wanted me to hook up and bring my trailer back in to them. I made them come and get it. Needless to say, I am not a "happy camper" They have been sucked into the Good Sam vortex, so perhaps they have just gotten too big to do simple tasks and completion. Dan read more

I purchased my Lance trailer in 2014 (not from Ketelsson) and began my journey with Ketelson Service and Parts department. Ketelson has bent over backwards meeting all of this rookie RV owners needs, answering all my questions and advising me as to the proper equipment and letting me know what I don't need. I would highly recommend Ketelson for any and all travel trailer service and parts. Kerry Lance 1685. read more

We took our 2014 Starcraft Comet pop-up in for service. Our furnace was not working at all, and our AC unit was not getting as cold as it previously did. We thought that perhaps it needed a freon charge. Also, we needed to have the seal around our vent scraped off and reapplied. We explained to Mitch that the heater was inoperable, and he stated that fact on the work order. He also stated (in all caps) that the freon might need to be recharged and needed to be checked. We picked up our trailer one week later, and took it out on a trip a week after that. The heater was still not working, despite the fact that we told them that it was not operable. Turned out it was the thermostat, and once we switched it out it worked fine. They obviously never checked it. We were very disappointed. The finished work order also did not state that they had fixed the problem or made it operable. With the AC, they did indeed clean the filters like they said they had. The air still did not feel as cold as it should, however. My husband removed the top of the AC when we returned from our trip and he found two old wasps nests inside of it. There was dirt on the coils, which would affect the cooling ability of the unit. The unit had apparently only been sprayed with air from the outside. The finished work order, again, did not state anything about the freon, so we still don't know if it needs a recharge. The ONLY thing that they actually completed was the scraping of the seal. ALSO, Mitch really pressured us to get the bearings done on our wheels. He used scare tactics and stated that our trailer could flip or cause serious injury if we didn't get it done. Since this is at the very least a $154 job, my husband decided to do it himself. Mitch told my husband that it was imperative that he get the correct amount of grease in the bearings. After looking into it, it turns out that it is absolutely impossible to under or over lubricate the bearings. It took him 25 minutes to finish the job, and it was very simple. $25, and the job was done. We were charged $554 for this work. NEVER AGAIN. If you need something done on your trailer, figure out how to do it yourself. Use YouTube. If you absolutely need work done, get it done elsewhere. Ketelsen's is unfortunately a waste of time and money. read more

Excellent service, very knowledgeable staff. Our salesman, Andre was very skilled, knowledgeable, and great to work with. Work with him and you will be glad you did. His number is 303-431-2211 x 256. read more

We purchased a Wind River trailer a few weeks ago and were very pleased with Ketelsen. What we liked best - our salesman Tom Schroeder's expertise, his patience (we visited 3-4 times before purchase), and never any pressure to buy. When we came to pick up the trailer, one of the service staff (Josh) spent about 2 hours with us walking us through all of the systems. My husband was a bit nervous about towing this huge trailer so Tom took us on a drive, sitting in the back seat of our truck, guiding him through some difficult turns. In all, a very good experience. A pointer if you're thinking of buying, visit a number of retailers and spend some time with them. It takes a long time, but you can get a real sense about the retailer's true knowledge of the products, and the service and support they'll actually provide after the sale. That's what we did, and it paid off. read more

Very disappointed with my dealings with this dealership so far. Bought a brand new Lance trailer in August. The trailer has spent more time in the dealership parking lot than with us. Roof needed to be replaced due to hail damage which we knew when we bought it. However there was delay after delay to get the work done along with numerous unreturned calls. In the process of getting the roof replaced, they damaged something to do with the solar connection. Therefore the battery wasn't be charged. Trailer spent nearly two months back in the dealership again. Just got it back. Very low battery and the trailer was filthy read more

Took our brand new Lance TT here for warranty repairs. They immediately weren't happy we hadn't purchased it from them. They then tried to charge us for the warranty work saying the issues should've been caught by the dealer we purchased the trailer from. One phone call to Lance took care of this. In fact, Lance said this never should've happened. When I mentioned this to Kim, our service adviser, she attempted to argue it and justify their made-up policy. Picked the trailer up after repairs were completed and discovered that the first thing noted on our copy of the work order was a note stating that we hadn't purchased the trailer from them. Kim also greeted us when we picked the trailer up as "the ones who bought it somewhere else". Do these folks not know how warranties or authorized dealerships/ service centers work?? Oh, they also charge for any defect that turns out to not be covered by warranty - in our case a leaky water heater that they said is normal. We'll be following up directly with Lance on that one. Our horrible experience here ensured this one star review and that we will never purchase anything from them in the future. Lance should revoke their authorized dealership status sine they can't play by the rules. read more

Their service department is a complete nightmare. Brought our 5th Wheel toy hauler in for hail damage repairs. Went to pick it up 3 months later & there was a ton of new damage. Took them another 2 months to fix it. Claimed they had "no idea" how the front window was broken, couch broken loose & leather damaged, broken wall & broken auto jack display. When we finally got it back, we opened the storage area we found a crushed wheel chalk. It's pretty obvious they tried to move it without moving the wheel chalk & torqued the entire front end causing all of that damage with the tons of pressure it took to crush the chalk. And they were dumb enough to put the crushed chalk back as proof of their incompetence! When we requested reimbursement of our $500 Insurance deductible for the window replacement they refused & said that was up to a manager. Surprise surprise, we have never received any other communication from them. They couldn't even muster up an apology, just denials & excuses & even tried to blame us. My next report is to the Better Business Bureau. Don't EVER take your camper there for repairs!!! read more

If we could put a negative star we would as they don't even deserve 1 star. The WORST, repeat THE WORST service department ever we have experienced in 20+ years of camping. We purchased a camper in July. The items that were promised at closing were not taken care of till finally 3 months later. NO ONE wants to take responsibility in the service department. As with others reviews, no return phone calls. If you don't call them you have no communication. When you do you are handed off to another person including sales people who have no clue what is going on. Detailed emails after detailed emails and you still have to explain everything again to the new person who calls. You are promised one thing and then told " we never said that" Get it all in writing as integrity is not a value here. read more

I bought a brand new camper from this place , mechanical issues and failures from day one , I was told that I was going to have many more issues ( needless to say that this statement came only after they got my money) and that I should wait until I have a list of repairs and than bring my camper over for repairs , a list of failures and defects quickly got populated and when I called to set an appointment I was told they will not have one for 6 more weeks...they will do everything to discourage you from bringing the camper for warranty work . I dropped my camper at their lot after a serious malfunction ,my camper has been with their service department for about 7 weeks, every time I call to check on it I hear a different excuse as to why they still haven't finished the work yet . Seeing that I wasn't getting anywhere with them , I called the manufacturer warranty department just to learn that the dealership have not submitted most of my claims until after more than a month that they had my unit... The customer service of their service department has got to be the worst , they will jerk you around with a smile, they will throw your camper/ RV at their back yard and blame the delay on the manufacturer, The quality of work I had seen so far is that of a careless amateure at best . The poor service of their service department is an issue in almost every unfavorable review you will read including reviews from their own employees on Glassdoor . on a last note , their units are more expensive than the exact same ones on their competition lots , if proximity to their location is a factor in your decision ( mine was) don't let it be one , you will not get quality service, what you'll get plenty of is frustrations and aggravation. Do yourself a favor and look elsewhere for RV purchase and service. read more

Warning!! Do not purchase your camper here!! My husband and I had a great experience with Sales and Financing while purchasing a $55k fifth wheel camper (Fuel 352) until now. The orientation was a waste of time, the tech even said that he knew nothing about our model. Everything we've learned on the camper we had to teach ourselves! Multiple issues within the camper as far as asthetics goes- warped wall, wall paneling falling off, wall panels missing, staples popping off. This is a brand new 2019 model! Service will take weeks to fix now finance is telling us we owe $554 in taxes due to an error made by them in finance! I would not have paid one more dime for this camper then or now. I've attempted to get a hold of GM Don for almost 2 weeks now and have yet to receive a call back. I will be reaching out to camping world as well although Ketelsen can not provide me with contact information for anyone at corporate. Buyers beware!! read more

Costing me time and money! Service is unorganized and inaccurate. They move around without thinking so fast they make huge mistakes. I call down to see if they did warranty work on my Highland Ridge open range light trailer, and they replied yes. So I drag the thing down to the shop m, they went through took some pictures, entered a ticket and made me wait awhile while they looked for warrantee information. They said it would be a few weeks until they got warrantee to approve and would call me to schedule a time to come back in.l with the rig again. They wouldn't let me drop it off because they said they had too many units on lot. I hadn't heard from them, so I went down to service in person. My original service agent was not in, so I was being helped by someone else. After 15 minutes of the agent walking around asking questions about my warrantee work, service manager comes out and says they don't do warranty on this rig. So I drag it down drag it back waited a couple weeks, and now I'm back to square one. Get your act together, Kettleson service! My advice is to go to another place, or if you have to go there, triple check with another service person and then with the manager before hauling your rig all the way down to them. read more

Here's my update: To Camping World Customer Service, After my review, I drove to Ketelsen to pick up my camper when they said it would be ready only to arrive and have them ask me to set it up (this is fine) to make sure both bunks worked. After setting up, I discovered the front bunk had not even been touched - How do I know? It wouldn't stay up! And all the debris from drilling that was all over the rear bunk area was not present in the front. I put this in writing and told the service advisor H***** at least 3 times that neither bunk is holding. I believe they knew it had not been worked on and were hoping it would hold as the surprise and blame shifting game began. I left it for another day to be worked on then picked it up to take up for an overnight stay this last labor day weekend. The advisor told me they did not know why the USB ports stopped working but that they had ordered the replacement (of course I have to take it back). I now have a tear in the canvas - that I did not put there - (that I discovered when we set up the trailer in the mountains), the exterior light does not work and guess what? The rear bunk fell twice with just me on it (185 pounds). If this is not a lemon of RV's I would hate to see what qualifies! If this were any other product I would have exchanged it for a new one! I have never owned anything "NEW" that has spent almost as much time in the shop as it has in my driveway. It still has the "NEW" tag on it! Please advise on how you can rectify this. A recap of what is still not working: * Exterior Light * USB ports (on order) * Rear Bunk Still collapsing * Tear in Canvas read more

I recently had my camper serviced at Ketelsen and I am very picky. I asked several questions and made a couple of extra requests. Every step of the way, I was provided with exceptional customer service and the folks there went above and beyond to make me happy. Their service was wonderful and they were very respectful and cheerful in assisting me. Mitch Reynders, the service rep was awesome, and his service technician, Angel Escobar, did some great work figuring out why my vehicle wiring wasn't working properly. Thanks guys! You earned my loyalty. read more

Very poor sales personnel. Don especially is very condescending and is only interested in working with someone if they plan to finance. Like most dealers, they give a discount if you finance, but if you plan to pay cash they will not even show you any of the inventory since the sales guys don't get comped - or - as Don puts it, "If you don't finance we don't get our kick back, why don't you just finance it then pay it of" What a joke! read more

This dealership changed the MSRP on a trailer 3 times. Then renegade on the discount price the first offered. Their own internet site had a different price then the salesman with over 15 years experience gave me. The bs about getting 2000 off if I use their financing also was garbage. I am totally disappointed with this dealership. They blamed corporate for the price differences. Most unprofessional people I have done business with. Wait I now have an idea why the are owned by Camping World now. What a shame. read more

Stated and charged for work not done, don't answer or return calls from service dept, and incredibly slow to do the work. Specifically, I brought my trailer in for bearing pack, check seals, and CO with cooking in April 2017, $250. 1st trip approximately` 350 miles and the bearing burns out and I needed to have the trailer towed , lost the day, could only get a temporary fix ($270) to get back to Denver and told it would need a new axial. On 5/8/17 took the trailer in with pictures a description of what happened. They did agree to cover my deductible but despite requests did not look at the camper until 5/19/17 and then told me the axial would not be delivered until 6/22/17. In the mean time a hail storm broke my bathroom fan vent and while i was out of town the temperatures dropped so I requested and they agreed to winterize the camper and repair the vent at my expense. I finally was advised my camper was ready on 6/28/17. I requested verification of completion of the vent but did not get a call back. I waited until after the July 4th rush to pick up my trailer only to find that they had not done the vent and I needed to wait an extra hr to have it fixed. I paid for the vent and weatherization only to find when I prepared for a camping trip that week it had never been winterized. I asked them to refund the $126 and they offered to give me a credit (with service like that how could I refuse?). I said that was unsatisfactory and the service representative said she would have the service manger call me. It is now 8/10/17 and I still have not heard from him. Unfortunately that was not the end of the saga. On the camping trip in July, during a rain storm I had a leak that soaked our bed. When I did clime up to check, all of the seals had cracks which from what I read is the indication for resealing. I had to have another mobile service reseal the roof and now it does not leak. During this prolonged saga I called on multiple occasions to get updates and on a couple of occasions gave up and went in person. That usually resulted in waits of 1/2 hr plus. Terrible customer relations and either incompetent or downright dishonest. read more

This was the best buying experience out of anything I've ever bought! No pressure sales. Friendly and courteous staff. Staff that is actually knowledgeable about the campers and brands they sell. We went to several other places before deciding the staff, customer service and cost were phenomenal here and we will never go anywhere else again!!! Thank you staff especially Dave at #Ketelsencampers read more

Ketelsen was a fantastic experience all the way around but the finance has turned sour. The bank they set me up with is M & T bank has been very problematic, my advice is stay very far away from this financial facility. Has been a nightmare to pay off they just want your interest money read more

We brought our newly purchased 2006 Starcraft pop up camper to Ketelsens because it was very difficult to pop up, lots of muscle power was required. They told us that one of the cable runs had been "smashed". They wouldn't even quote us a repair price but offered to order parts, which would take over a month. We declined since we were in the process of moving to North Carolina. We took the camper to Howard's RV Service in Wilmington who told us that all that was necessary was to lube the cables.Ketelsens LIED to us to take our money and I recommend everyone steer clear. read more

Everyone said "go to Ketelsen's for a camper." We went there and picked out an overpriced camper. Went to negotiate our trade and they wanted to short us 600.00 for our trade to pay it off. They then tried to add the 600.00 to the price of the new camper. Truth is they are a rip off just like everyone else. Wasted a whole day at the lot just to walk out the door over 600.00. Went down the street to Camping World and they paid off our pop up camper and gave us 4,000 toward a new one. Took only 2 hours and we didn't have to haggle over the price. Don't go to Ketelsen's.....go to Camping World and get a better deal. 9/2/15 - Update.....The salesman at Ketelsen said he wouldn't give the 600.00 for my pop-up camper because he said they were at the end of the sale season and no one would buy it. He said it would sit on the lot until next summer. I went to Camping World and traded it in for a brand new camper and the pop-up sold in 3 days for more than what we thought it would sell for. Also the camper that Ketelsen's tried to sell me I found out later was rated a 1.9. So basically they tried to screw me on the trade and sell me an overpriced camper that wouldn't hold it's value. Like I said.....go to Camping World. read more

We bought a brand new RV from Ketelsen in the spring of 2017. When we dropped off the RV last fall for warranty repairs, they had it for over two months with very little communication. We've had some issues this year as well. The RV is now out of the manufacturer's warranty. We took it in for service in early August and Ketelsen had the unit for four full weeks without doing any work. My calls and messages asking for a status update were never returned. I became so frustrated that I eventually showed up to pick-up the camper. I was told that it would cost $700 for parts and labor to fix our issues. I took the camper to another private RV repair shop in Golden and after three days the camper was fixed for a total of $93. Don't waste your time. read more

I inquired about a relatively expensive travel trailer. I emailed them well in advance to set up a time to come and look at it since we live over an hour away. I didn't get a response back for several days. When the salesman, who's name was worth forgetting, finally got back to me he said he was sorry and that sometimes things fall through the crack. Yeah like my business. After reading the reviews I see why. I still bought the trailer I was looking for but went out of state on principle. It was a good trip there and back. read more

We were asked to reach out to customer survive and email them directly .... lol they will not respond with an update either! Nice

Purchased a Lance camper from Ketelsen. This is our third camper from Ketelsen. There was a recall on the automatic jack, we got a letter from Lippert the manufacturer. So I called Ketelsen. The call was routed to a recording. I left a message. No one called back. So I called again, and was dispatched to Mitch. He asked me to email in the VIN number and the photos of the jack. I sent the email with the information. Got no acknowledgement for a few days. So, I called again. Mitch said that he will do the paperwork and they should get a replacement jack in two weeks. Three weeks later, I didn't get a callback. So I called and talked to Miles. He checked and they had received the jack. He said he will have Mitch call me. Two hours later, Mitch called. We scheduled a repair time, I went in for the repair. Mitch was very thoughtful and the jack replacement was done. Since I am not a new customer, I think I can offer the following assessments: 1. Phone messages have to be returned. I have the same experience with Keteksen's other service representatives (not Mitch). Phone messages was not returned. As if it was never recorded. This is the minimum any service businesses should do. 2. Seems like there are communication problems with the suppliers. My last camper I got from Ketelsen, one of the cushions was the wrong color. It took them two months to get a replacement. And the replacement cushion was the wrong size!!! The whole episode took months to resolve. Since it was just a cushion, I didn't make a big fuzz about it. 3. The service reps are friendly and, in general, competent. But they need better communications with the customers. Such as return emails, returning phone messages. Followup with repairs should be done at least every week, event when they are still waiting for parts. These are minimum common courtesy, should be mandated by the management. People should be accountable for not doing the minimum. 4. Since they are the only Lance dealer in the Denver area, they should double down on their service effort. Since they are the only resource for their customers from this area. read more

While they get great reviews listed below, their communication, organizational and customer relationship skills leave a lot to be desired. I called at least a dozen times, no one answers, extensions don't work and they did not return any message that I left. I took my business elsewhere. read more

On a recent trip through Denver our Travel Trailer's water pump malfunctioned. I called Ketelsen's service department to see if I could get some help. A water pump is a very easy, 15 minute job if you have the right tools. The service tech, his manager and the STORE OWNER said they did not have time to help me as they were getting ready for a RV Show. I explained I was traveling with 4 small children and not having water would be very, very difficult. They said, "Sorry, just can't help you". So, if you are thinking about buying a RV from here, you better hope you don't run into issue, else the Service Department may not have time for you, our you family. (FYI, my family bought our first RV here in 1992. NEVER AGAIN!!) read more

We had a blowout on our 2015 Lance 1685 trailer during our move from California to Colorado. The blowout caused some damage underneath the trailer. We arrived in CO on 11/23/2014. I called Ketelsen on 11/24/2014. They would not look at the trailer until 01/04/2015! Ok, thought that was strange, but since they were the only authorized dealer in state of CO, we waited. Some come January 4th we took the trailer there. We also wanted some other warranty work done, adjusting the blinds and replacing some cushions that had torn. James was very nice and thorough about writing everything down. So we left it there. A month later we called and it hadn't been looked at yet. Hmm, ok. James said they had ordered the new cushions and they were just waiting. March came and James said they were still waiting. So I called Lance and they told me that there was no order for the cushions. About 2 weeks later James called to say the cushions were in. When we went to look at them the backing was the wrong color. James blamed it on the manufacturer. We told James that we wanted to use the trailer instead of it just setting there for months in the elements. We wold bring it back when the parts were in. So it was towed out so we could take it. While examining it we saw that still no work was done on the damaged area. Before we left we tried to turn on the water and found that the pipes had frozen and the water heater and the faucet had broken. So, we had to leave it to get repaired. That they jumped right on because it wasn't under warranty. So $1500.00 later that was fixed within a week. When we went to take it we opened it up to make sure the water worked, they also charged $150.00 to winterize it. When I opened the door I saw that my things that were under the sink, where the broken faucet was, where thrown all over the trailer and the broke my broom. And dustpan and an electric fly swatter. Nothing expensive but it shows the carelessness of Ketelsen employees. So we hooked it up to our truck and brought it to James to show him. He told me that he. Knew what had been done but didn't offer any compensation. He went back in the office. As we ere about to leave we noticed that the rock guard wasn't closed. We thought that was strange but we went to shut it we noticed that it was not closing correctly. After a closer look we saw that the corner of it had been pried open, as if someone tried to break into it. We had James come out to look at it and he just stood there not saying a word. After about a full 2 minutes of dead silence he said they didn't do it. Ok, but it was done on your property while under your care. He got a supervisor and he said they would look at pictures that were taken when it was brought in and if it shows that it happened while it was there that they would try to bent it back or have it replaced. At this point I didn't even want to look at or get in the trailer again. We took the trailer home and sold it. To this day Ketelsen has NEVER contacted us about the cushions or the rock guard. read more

This place is a disgrace!!! They are rude and should be out of business. They make promise after promise and excuse after excuse. With all the wonderful RV places I have dealt with, I wish I had read the reviews here first. After waiting over a month for service, I finally had to go elsewhere. They tried to make me think they are doing me a favor to provide a service I was willing to pay for. Aren't the customers supposed to be helping a business by using them? Not at Ketelsen!! Go anywhere else even if the service isn't great. At least it won't be pathetic like these folks. read more

I have purchased from this site when it was Ketelson, for 30 years. Now as Gander I called several times this week to schedule service and can only leave messages, no one answers. And no one calls back after leaving a message. I scheduled a request for service online as their website shows, still no response. Good thing this is not an emergency. So far I am very underwhelmed by this dealership. It is very sad that a dealership can't even have an employee of the service department return or answer a call. If this is an indicator of their customer service, look elsewhere. Further follow up, after two weeks of trying I have received one call back from someone in service while out of range. Have called back several times with no response and have told the main receptionist several times that I needed to talk to someone, transferred to voice mail. This is literally the most frustrating and uncooperative dealership I have ever dealt with two straight weeks now and I have not talked to one single person in service. Standby for their usual response to complaints. Run, don't walk away from this pathetic company. read more

We bought a New Lance Travel Trailer (from a different dealer) in May 2015 and need some warranty work done. We were informed that they have "a new standing policy of theirs, that they don't do warranty work unless the unit was purchased from them." That was the attitude we got from them when we were looking at travel trailers. From Florida to California, they were the least friendly or helpful. If I were the Lance Management, I would look elsewhere for a more accommodating dealer, like Holiday RV in Poncha Springs, CO. It is further away, but they were very helpful in getting the warranty work done. read more

This is an update to my one star rating and horrific travel experience. It took quite some time to reach the right person who understood our situation. James Finn in service took over our issues and began working diligently on them. Not only did he work with us via phone, in person and email to understand exactly what happened on the road as well as the purchase of our travel trailer, but he worked VERY hard to rectify the situation to ensure all aspects of our issue were handled professionally and quite satisfactorily. They took our travel trailer into the shop for about 1 month and corrected all issues. They even went above our expectations. James completely turned our negative experience into a positive one. Thanks James for everything and the special attention we feel we received. I can hardly wait until next spring to begin our travel once again! read more

This may be like Déjà vu to you following the previous review, but apparently I am yet just another dissatisfied customer... I took my pop up in to Ketelsen last year (2016) to replace the lift cable because it was fraying. Roughly $500 later, I had a new cable. Well, In June (2017) I went to pop the top to set-up for this summer and SNAP, the cable broke- this being maybe the 4th time lifting it since having the cable replaced. A little internet research and I quickly determined that Ketelsen had installed the wrong size cable last year, it was too small. I immediately called them and explained the situation and that I believed they made a mistake and how can we get this resolved? Well I won't bore you with the details but, long story short, it took 8 WEEKS and 4 CANCELLED CAMPING TRIPS to get it fixed! Essentially ruining our entire summer of camping. Just after it happened they wouldn't even let me bring the camper by in order to get some assistance closing the top. Remember, this was their error! Absolutely zero accommodation and hardly an apology. I've tried to give Ketelsen multiple chances, but between this experience and the attitude of some of the sales staff I've encountered in the retail parts and supplies department, I'm pretty much done there. read more

On a summer camp trip I backed into a rock and tore the bumper off my 11' Lance pickup camper. The bumper was severely dented and its attaching screws tore out sections of wood supporting it. I made an appointment to get an estimate for repairs 6 weeks ago (the soonest they could do the estimate). Yesterday, 9/05/19 I drove the 30 miles, one way, to keep my appointment. Two reps examined the damage and asked If I would be leaving it. I replied that I just came for the estimate so that I could submit it to my insurance, then get them to repair it if the ins. company approved. "No, you have to leave it for a week or so". I told them that when a car is damaged, the body shop examines, then writes an estimate. "We don't do it that way". So, I had waited 6 wks for the appointment for an estimate they would not provide. I explained that during the initial call to them to make the appointment the rep never mentioned keeping the camper jut to make an estimate. "Well he should have" was the response. OI can only imagine how long they would have needed to do the repairs if I had authorized it. While there I read some of the service prices listed on a wall chart. I was shocked as they were outrageous...$600 to winterize a camper...$145 per hour service, etc. I highly recommend going anywhere but there for service to a camper, camp trailer, or anything in between. read more